Telecommunications Operator - Security - Springfield Regional Medical Center

Bon Secours Mercy Health; Springfield (OH); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

403(b) with employer contributions

Medical, dental, vision, prescription

Paid time off

Parental and FMLA leave

Tuition assistance

Job summary

Bon Secours Mercy Health is seeking a Telecommunications Operator in Ohio to receive, route, and respond to high volumes of calls for patients, visitors, physicians, and staff. You will operate paging and communication systems, coordinate with departments, and support emergency communications with professionalism and confidentiality.

The role requires a high school diploma or equivalent, and prior call center experience is preferred.

Qualifications

• High School diploma or equivalent is required.
• Prior call center experience is preferred.
• Strong interpersonal and written/verbal communication skills.

Responsibilities

• Operates multi-line telecommunications and switchboard systems to route calls accurately.
• Provides information on hospital services, departments, and locations.
• Uses overhead paging, mass notification, and other communication systems for messages and emergencies.
• Assists callers, patients, visitors, physicians, and staff with information requests and referrals.
• Coordinates with clinical and administrative staff to facilitate patient care and operations.
• Documents activity, logs, and reports issues to leadership while maintaining confidentiality.
• Maintains professional communication and supports emergency communications as needed.
• Monitors security and life-safety alerts and initiates escalation per protocol.

Skills

Excellent interpersonal communication

Customer service experience

Verbal and written communication

Attention to detail

Critical thinking

Communication with all levels of staff

Teamwork

Conflict resolution

Active listening

Relationship building

Education

High School diploma or equivalent

Job description

Primary Function/General Purpose Of Position

The Telecommunications Operator is responsible for receiving, routing, and responding to a high volume of incoming and outgoing calls, providing information and assistance to patients, visitors, physicians, and staff, operating paging and communication systems, and supporting emergency communication processes, as needed.

Essential Job Functions

• Operates multi-line telecommunications and switchboard systems to receive, process, and route incoming and outgoing calls accurately and efficiently.
• Serves as the first point of contact for callers by determining the nature of inquiries and providing accurate information regarding hospital services, departments, locations, and resources.
• Utilizes overhead paging, mass notification, and communication systems to announce authorized messages, emergency notifications, and routine operational communications.
• Assists callers, patients, visitors, physicians, and staff with information requests, referrals, class registrations, and other support services as appropriate.
• Contacts clinical, administrative, and support personnel as requested to facilitate patient care, operational needs, and emergency response activities.
• Documents communication activity, maintains required logs, and reports unusual events, communication issues, or service concerns to leadership.
• Provides exceptional customer service while maintaining confidentiality and professionalism in all communications.
• May receive, coordinate, and facilitate routine, urgent, and emergency communications in support of patient care, hospital operations, safety and security response, emergency management and organizational communication needs.
• May monitor designated security, fire, and life-safety alarm systems and initiate appropriate notification and escalation procedures according to established protocols.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

None

Education

High School diploma or equivalent (required)

Work Experience

Prior call center experience (preferred)

Training

None

Skills

• Excellent Interpersonal Communication
• Customer Service experience
• Verbal and written communication skills
• Attention to detail
• Critical thinking
• Communication withall levels of professionals
• Teamwork
• Conflict resolution
• Active listening
• Relationship building

As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What We Offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affir…gene... * ... [remain unchanged, omitted for brevity] * ...